Service Desk Manager - Tier II

IronOrbit is seeking a Tier II Service Desk Manager to lead our team of Tier Two Specialists in a 24/7 Managed Services environment.

This role is ideal for a technical support leader who enjoys building high-performing teams, bringing structure and visibility to service operations, and helping talented people grow. You will combine hands-on technical judgment with operational leadership: managing workload, improving escalation quality, developing meaningful performance metrics, and creating a culture of accountability, curiosity, and collaboration.

Our support model is Front Line Analysts, Tier Two Specialists, and Tier Three Engineers. You will be responsible for making sure Tier Two owns the work appropriate to its level, escalates intelligently when Engineering is needed, and continuously builds the capability to solve more complex problems.

This is a full-time, remote position working Monday through Friday, and working hours are:
7:00AM –4:00PM Pacific Time or 8:00AM –5:00PM Pacific Time.